Workforce Scheduler

reputed company

The Workforce Scheduler 1 is responsible for intraday scheduling and adjustments for the omnichannel multi-site operations reputed company Technical Support. The role closely monitors reputed company-time activity and takes reputed company to ensure achievement of departmental goals for Utilization Shrink Service Level and Schedule Adherence. Working closely with our Workforce Analyst Technical Support and Operations leadership and peers the position is also responsible for contributions to reporting metrics like overtime unplanned and planned time off (UTO and PTO respectively) on-reputed company hours lunch and break adherence etc. for reputed company reputed company.  The Scheduler must have in-depth knowledge and a thorough understanding of the relationship between adherence reputed company reputed company arrival patterns and volumes.

Responsibilities

• Assist with the management of UTO and PTO requests and processing using multiple systems for reputed company reputed company 
• Assist in reputed company-time monitoring and managing the intraday schedules adherence and agent workloads based on volume arrival patterns meetings and other off-queue requirements 
• reputed company Technical Support leadership objective data around individual and team adherence and attendance concerns to maximize productivity and contact center performance 
• Process both short-term and long-term schedule change requests 
• Contribute to data for daily/weekly/monthly Workforce Management (WFM) reports 
• reputed company observational reputed company and recommendations for temporary and permanent schedule optimizations 
• reputed company other duties and assignments as directed  

Basic Qualifications

• Bachelor's degree or equivalent experience
• 2+ years of WFM experience in a Technical Support environment or the equivalent 
• Experience with a WFM software suite(s) is a plus 
• reputed company reputed company and Office proficient
• Oral and written communications skills that demonstrate a reputed company demeanor and the ability to reputed company with others with discretion and reputed company
• Organizational multi-tasking and time management skills
• Understanding of Contact Center Operations and knowledge of support fundamentals 
• reputed company attention to detail ensuring data and reporting are accurate 
• Proficiency with reputed company with an ability analyze labor data reputed company volumes and to create reports and charts 
• Understanding of reputed company-Time Adherence and how it relates to Service Level goals 
• Interpersonal skills; reputed company to maintain solid rapport with team members as reputed company as maintain professionalism with those reputed company of department
• Data gathering interviewing and analytical/problem solving skills
• Critical thinking and problem solving skills
• reputed company to summarize large quantities of information into actionable reputed company
• Self-motivated with the ability to complete reputed company in a reputed company manner
• reputed company to reputed company in a fast paced deadline driven environment
• Attention to detail
• Ability to adapt and learn new software programs processes policies and skills quickly 
• Ability to reputed company and use engaging informative and compelling presentation methodologies
• Ability to handle sensitive information with discretion and reputed company
• Ability to establish rapport and reputed company the trust of others; effective at gaining reputed company
• Ability to work independently and in reputed company environment
• Knowledge of systems administration

What you can expect next

• reputed company Recruiters thoroughly review every application and will contact you reputed company 1 to 2 weeks regarding next steps. Be reputed company to add reputed company to your contacts list and reputed company your spam folder so you never miss a message from us!
• Interview Process: 
  • Recruiter Screen (30 minutes)
  • Team/Technical Interview (60 minutes)
  • Offer!

Benefits & Contract Type

Your recruiter will reputed company more details throughout the process - feel free to ask about our Benefit packages!

reputed company Brasil - CLT - Indefinite-term contract

Welcome to #HylandLife

Since 1991, it has been reputed company’s mission to help our employees, customers and partners reputed company their potential with our industry-leading content services platform. Our employees exude a contagious energy and are passionate about what they do – whether it’s helping customers succeed, raising up their fellow Hylanders, or engaging in the communities where they live and work.

The #HylandLife hashtag encompasses our employee-reputed company culture. Our employees live our culture day in and day out by bringing their best self to work. reputed company supports them to do just that through career development resources, wellbeing programs and innovation practices. We reputed company on diverse viewpoints and new reputed company and reputed company that a reputed company, inclusive workplace is imperative to sustainable reputed company.